I have a client who has several shared mailboxes synchronized. Currently, two of them are parameterized for sending emails:
- One is used for customer communications
- The other is used for communications with the partner
Whenever an e-mail is created from a case or an e-mail is replied to from within the case, "From" takes over one of these mailboxes by default. For example, when replying to an email from the partner, we want the "From" to be with the mailbox synchronized for communications with the partner, but it always assumes the other one for communications with the customer and we have to change it manually.
Is there any way of dynamically changing the "From"?
Unfortunately, it is not possible to achieve this with basic methods; development methods need to be applied.
We have also registered a request for our development team to evaluate the possibility of dynamically populating this field in future versions of the application.
Hello, I have an issue regarding email accounts. We use a shared mailbox for sending automated emails. In Créatio, I had to add my email with my Office 365 account and then add the shared mailbox. The problem is that all automatically sent emails from Créatio using the shared mailbox end up in the "Drafts" folder of my personal mailbox instead of the sent items of the shared mailbox. Do you have any information on this issue?
We have the same issue, Seems to only happen when there is an attachment or an image in the Email. Went though support many times, and their response is it is how the Exchange Web Services does it and was told to reach out to MS.
We have examined the problem and determined that the issue is specifically associated with emails that contain attachments. Mind it, if there's a signature with a photo in the template, it will also be considered an attachment. We would like to explain the email sending process from our system to help you understand the steps involved and how they relate to the problem you are experiencing.
1) Sending Emails Without Attachments:
When you send an email without any attachments, our microservice Email Listener, responsible for sending and synchronizing emails, sends a request to the mail server with the parameter MessageDisposition="SendAndSaveCopy". This request includes information about where (the folder ID) and in which mailbox the mail server should save the email.
It is important to note that the mail server confirms the success of this request without any errors.
2) Sending Emails With Attachments:
The process for sending emails with attachments is more complex and involves multiple steps:
- The system requests to save the email as a draft with the parameter MessageDisposition="SaveOnly".
- Next, the system requests to add attachments to this draft email using the <m:CreateAttachment> operation.
- Finally, the system sends a request to save and send the email, indicating where (the folder ID) and in which mailbox the mail server should save the sent email.
Like the previous case, the mail server confirms the success of all the requests related to this process without errors.
In such cases, we recommend reaching out to the mail server provider or the responsible party for assistance and guidance on troubleshooting the issue further.
Unfortunately, in this case, we do not have specific recommendations on what should be checked because the issue appears to be related to the mail server or mailbox itself. Our role was to send the request to save and send the email, specifying the folder ID and the target mailbox where the mail server should save the sent email. The mail server confirms the success of all the requests related to this process without errors.
Please note that we already have had experience with the same behaviour in other clients with this type of mailbox, and they were resolved on the level of mailbox configuration. Our recommendation, in this case, is to check the mailbox configuration. You can involve Microsoft's team for better analysis and understanding, as, unfortunately, as this is a third-party solution, we cannot provide you with complete information about Outlook's mailbox configuration.
